Knowledge Platform Stays Current and Relevant.

Instant Editor.
Instant Editor is the tool where subject matter experts, customer service reps, and knowledge specialists collaborate to create and maintain the knowledge base.

They don’t need any programming experience; rather, they use natural language (English, French, Spanish, or whatever the target knowledge platform language is) to create their knowledge base rules. This is the most important element that makes Instant Editor very easy to use -- and the main reason why a new knowledge portal can be created very quickly.

Instant Editor was also designed with knowledge management workflow in mind. It implements two separate workflows aimed at different editors and skill sets:

• The knowledge publishing workflow allows your knowledge specialists to draft, review, test, and publish content.

• The maintenance workflow allows your customer service representatives and subject matter experts to process unsolved or escalated issues and provide new raw content for the knowledge specialists. Instant Support groups the data for you and allows you to search unsolved issues by keywords. This allows your knowledge experts to spend more time creating new knowledge, rather than analyzing session data.

Instant Editor is where you continuously feed more knowledge to the Virtual Agents. You learn what are the most pressing unresolved user inquiries; then through the maintenance workflow, you can add more information to the knowledge base -- making it "smarter" and increasing the resolution rate. You can link to other data sources very easily or embed the information in the knowledge base.

And, of course, you can assign diverse users the access rights that are most relevant to their role, expertise, and knowledge management skills.